Deck 1: Introduction

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Question
In the early Twentieth century,the artificial separation of production workers from responsibility for quality assurance led to an increased focus on quality among both workers and their managers.
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Question
A value-based perspective on quality implies a relationship of usefulness to price.
Question
Management control refers to any planned and systematic activity directed toward providing consumers with products of appropriate quality,along with the confidence that products meet consumers' requirements.
Question
Process management is an element of the total quality infrastructure.
Question
Business ethics,public health and safety,and environmental issues are beyond the scope of total quality.
Question
Empowering workers shifts the responsibility for quality from the factory floor to the quality control department.
Question
A cross-functional team is an example of horizontal coordination between organizational units.
Question
In general,employee empowerment has been viewed as an effective practice for customer-driven organizations that embrace total quality.
Question
Assessment of quality is affected by one's position in the value chain.
Question
In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.
Question
A product-based definition of quality implies no relationship between the perceived quality of a product and the quantity of some product attribute.
Question
The use of self-managed teams that combine teamwork and empowerment is a powerful method of employee involvement.
Question
The transcendent definition of quality refers to the notion that "you know quality when you see it."
Question
The employee who conducts a final product inspection is the principle judge of quality under total quality.
Question
In any organization,the people who best understand how to improve the product and process are the ones who design them.
Question
Improved quality of design leads to lower costs and improved quality of conformance leads to higher prices.
Question
Self-managed teams were the primary means of quality control during the first half of the twentieth century.
Question
In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.
Question
Effective business planning considers the customer as the only relevant stakeholder to the company.
Question
The measure of efficiency defined as the amount of output achieved per unit of input is referred to as productivity.
Question
Managing for quality in organizational processes has been referred to as _____ while managing product quality has been referred to as _____.

A)Big Q, Little q
B)Little q, Big Q
C)process management, total quality
D)total quality, process management
Question
In 1989,_____ was the first non-Japanese company to be awarded Japan's coveted Deming Prize for quality.

A)Florida Power and Light
B)AT&T Power Systems
C)Motorola Inc.
D)General Electric
Question
Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements?

A)Quality review
B)Quality control
C)Quality engineering
D)Quality assurance
Question
The change in society's attitude from "let the buyer beware" to "let the producer beware" was fuelled by all the following factors EXCEPT:

A)government safety regulations.
B)product recalls.
C)popularity of TQM as a quality tool.
D)the rapid increase in product-liability judgments.
Question
The creation of separate quality departments in the early 1900s caused:

A)indifference to quality among workers and their managers.
B)upper management to be more knowledgeable about quality.
C)production quality to substantially improve.
D)production efficiency to decline.
Question
Quality assurance depends on two focal points in business:

A)design of products; control of quality during delivery.
B)adherence to policy; after sales service.
C)time and motion guidelines; management policy on quality.
D)global quality time and motion guidelines standards; workforce orientation and commitment.
Question
Japanese companies made significant penetration into Western markets by which decade?

A)1950s
B)1960s
C)1970s
D)1980s
Question
The following represent significant influences that brought on the "quality revolution" in the United States EXCEPT the:

A) loss of national competitiveness.
B) findings of the American Customer Satisfaction Index (ACSI).
C) popularity of "Made in Japan" products in the country.
D) broadcast of the NBC special program, If Japan Can, Why Can't We?
Question
According to the principles of TQM,quality is synonymous with tight tolerance and conformance to specifications.
Question
_____ is credited with developing control charts.

A)Eli Whitney
B)Frederick W.Taylor
C)Walter Shewhart
D)W.Edwards Deming
Question
The two U.S.consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were:

A)Juran and Crosby.
B)Deming and Crosby.
C)Deming and Juran.
D)Juran and Crosby.
Question
In 1984,the U.S.government designated ____ as the National Quality Month.

A)February
B)October
C)July
D)March
Question
Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

A)Defect prevention was emphasized.
B)Quality circles were extensively used.
C)Use of inspection was wide-spread.
D)Quality was every worker's responsibility.
Question
A key contribution of Frederick Taylor's scientific management philosophy was to:

A)reduce the reliance on inspectors for quality assurance.
B)increase the training and education workers received.
C)separate the planning function from the execution function.
D)combine individual work tasks to promote teamwork.
Question
Until the start of the 1980s,most U.S.companies focused on maintaining quality levels by utilizing which of the following practices?

A) Process improvement efforts
B) Design quality reviews
C) Mass inspection
D) Team-based initiatives
Question
A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

A)process control
B)total quality control
C)quality circle
D)companywide quality control
Question
Beginning in the ______,many U.S.companies began to focus on improving quality through more effective management practices.

A)1950s
B)1960s
C)1970s
D)1980s
Question
During the Middle Ages,quality was built into the final product.This approach to quality was lost with the advent of:

A)engineering schools.
B)craft guilds.
C)automation.
D)the Industrial Revolution.
Question
In the 1950s,the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term kaizen.

A)consumer orientation
B)internal competition
C)process innovation
D)continuous improvement
Question
Which of the following was the top priority of U.S.manufacturing in the time period immediately following World War II?

A)Quality
B)Production
C)Continuous improvement
D)Just-in-time manufacturing
Question
The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n)_____.

A)beneficiary
B)first contact
C)consumer
D)prosumer
Question
The view that defines quality as the goodness of a product is referred to as the _____ definition of quality.

A)user-based
B)transcendent
C)incidental
D)imminent
Question
An important implication that arises out of the forces that influence quality is that as the business world becomes more complex,quality must be approached from a (n)_____,rather than a (n)_____,perspective.

A)internal; external
B)bottom-up; top-down
C)systems; process
D)futuristic; historical
Question
One common notion of quality,often used by consumers,is that it is _____ superiority or excellence.

A)contrasted to
B)parallel to
C)synonymous to
D)confused with
Question
A consumer purchases a generic product at a cost of $5.00 instead of the branded product that sells for $7.00.The consumer feels that there is no difference in quality between the generic and brand name products.This scenario illustrates which of the following definitions of quality?

A) Manufacturing-based
B) Value-based
C) Product-based
D) User-based
Question
The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

A)total quality management
B)companywide quality control
C)quality circle
D)process control
Question
Performance excellence results in all of the following EXCEPT:

A)delivery of ever-improving value to customers and stakeholders.
B)improvement of overall organizational effectiveness and capabilities.
C)organizational and personal learning.
D)improved lateral communication.
Question
With the increasing focus on quality,in today's global marketplace,high _____ is considered entry into the game,rather than a source of competitive advantage.

A)profits
B)performance
C)tolerance
D)conformance
Question
The _____ approach to quality incorporates a firm's goal of balancing product characteristics (the customer side of quality)with internal efficiencies (the operations side).

A)product-based
B)user-based
C)value-based
D)manufacturing-based
Question
_____ is a customer-focused and results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years.

A)Quality assurance
B)Kaizen
C)Six Sigma
D)Total quality
Question
An important implication that arises out of the forces that influence quality is that quality will take on more of a (n)_____,rather than _____,function.

A)strategic; tactical
B)process; control
C)regulatory; administrative
D)internal; external
Question
The _____ is completed when the product has been moved from the manufacturing plant,perhaps through wholesale and retail outlets,to the customer.

A)production-distribution cycle
B)product life cycle
C)quality-circle
D)total quality process
Question
The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making.

A)transcendent
B)user-based
C)value-based
D)traditional
Question
When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

A)-0.0003 cm.
B)0.006 cm.
C)0.003 cm.
D)-0.0006 cm.
Question
Offering products at "everyday" low prices in an attempt to counter the common consumer practice of buying whatever brand happens to be on special is an example of competing on the basis of _____.

A)price
B)value
C)volume
D)customer perceptions
Question
S.C.Wheelwright identified six characteristics of a strong competitive advantage.Which of the following is NOT one of them?

A)It is driven by customer wants and needs.
B)It makes a significant contribution to the success of the business.
C)It is durable and lasting, and difficult for competitors to copy.
D)It is based on principles of Six Sigma and continuous improvement.
Question
The notion of quality has evolved into the concept of _____,which can be defined as an integrated approach to organizational performance management.

A)Six Sigma
B)reengineering
C)performance excellence
D)customer-focused quality
Question
The _____ definition of quality is that it is a function of a specific,measurable variable and that differences in quality reflect differences in quantity of some product attribute.

A)manufacturing-based
B)product-based
C)value-based
D)user-based
Question
The American Society for Quality identified seven key forces that will influence the future of quality.Which of the following is NOT one of them?

A)21st century technology
B)Aging population
C)Healthcare
D)Organizational hierarchy
Question
_____ are targets and tolerances determined by designers of products and services.

A)Trials
B)Process metrics
C)Controls
D)Specifications
Question
Defining product quality as "fitness for intended use" is the _____ -based definition of quality.

A) user
B) value
C) judgmental
D) product
Question
A consumer who measures the quality of a laptop computer by the type of microprocessor chip present in the computer is using which of the following definitions of quality?

A)User-based
B)Subjective-based
C)Product-based
D)Manufacturing-based
Question
The Japanese adopted A.V.Feigenbaum's concepts of quality from an engineering perspective and renamed it:

A) companywide quality control.
B) quality function deployment.
C) cause and effect analysis.
D) total quality leadership.
Question
Business ethics,public health and safety,the environment,and community and professional support are necessary activities that fall under _____.

A)corporate policy
B)social responsibility
C)management ethics
D)organizational effectiveness
Question
The principles of total quality need to be supported by all of the following EXCEPT:

A)an integrated organizational infrastructure.
B)a set of management practices.
C)an individualized reward system.
D)a set of tools and techniques.
Question
A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

A)The corrugated container manufacturer is an internal customer of the cereal manufacturer.
B)The corrugated container manufacturer is an external customer of the paper mill.
C)Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer.
D)There are no external customers.
Question
Which of the following does NOT represent a dimension of the total quality principle of employee involvement and teamwork?

A)Partnerships
B)Management by objectives
C)Empowerment
D)Self-managed teams
Question
Graphical and statistical methods to analyze data are referred to as _____ of total quality.

A)practices
B)tools
C)actions
D)processes
Question
Internal customers of an employee can be identified by asking which of the following questions?

A)Who is affected by the work performed by the employee?
B)Who provides information to the employee to perform the task?
C)Who trains the employee?
D)Who provides the resources so the employee can provide quality to the customer?
Question
The _____ perspective is based on the presumption that quality is determined by what a customer wants.

A)user-based
B)value-based
C)judgmental-based
D)manufacturing-based
Question
Joseph Juran credited _____ of the entire workforce as one of the reasons for Japan's rapid quality achievements.

A)obedience
B)conformity
C)creativity
D)professional qualifications
Question
Conformance to specifications applies to which quality definition?

A)User-based
B)Product-based
C)Manufacturing-based
D)Value-based
Question
Which of the following is a criticism of the product-based definition of quality?

A) Quality is often mistakenly assumed to be related to price.
B) Not all products are fit for use.
C) Consumers frequently confuse products with services.
D) Quality cannot be defined precisely; you just know it when you see it.
Question
Which of the following is NOT considered a core principle of total quality?

A)A focus on customers and stakeholders
B)A process focus involving continuous improvement and learning
C)A goal of achieving the highest quality that is technologically possible
D)Company-wide participation and teamwork
Question
Which of the following is NOT a form of improvement encouraged under total quality?

A)Reducing defects
B)Increasing cycle time
C)Reducing waste
D)Increasing productivity
Question
From a product-based perspective,quality is defined by:

A)conformance to specifications.
B)how well the product performs its intended function.
C)the quantity of some product attribute.
D)the relationship of usefulness or satisfaction to price.
Question
_____ is a people-focused management system that aims at continual
Increase in customer satisfaction at continually lower real cost.

A)Kaizen
B)Human resources management
C)Total Quality
D)Process management
Question
My friend said to me,"Recently,I bought a pair of shoes.I wore them for a few days but noticed the laces would not stay tied.I took the shoes back to the store but the clerk said the laces were fine.I won't buy that brand of shoe again." According to which of the following definitions did my friend judge the shoes as being of "low quality?"

A)User-based
B)Value-based
C)Product-based
D)Judgmental
Question
Quality is most difficult to measure and analyze under which of the following definitions?

A)Product-based
B)User-based
C)Judgmental
D)Value-based
Question
_____ include a wide variety of tools and statistical methods to plan work activities,collect data,analyze results,monitor progress,and solve problems.

A)TQ techniques
B)Quality circles
C)Progress schedules
D)Process charts
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Deck 1: Introduction
1
In the early Twentieth century,the artificial separation of production workers from responsibility for quality assurance led to an increased focus on quality among both workers and their managers.
False
2
A value-based perspective on quality implies a relationship of usefulness to price.
True
3
Management control refers to any planned and systematic activity directed toward providing consumers with products of appropriate quality,along with the confidence that products meet consumers' requirements.
False
4
Process management is an element of the total quality infrastructure.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
5
Business ethics,public health and safety,and environmental issues are beyond the scope of total quality.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
6
Empowering workers shifts the responsibility for quality from the factory floor to the quality control department.
Unlock Deck
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Unlock Deck
k this deck
7
A cross-functional team is an example of horizontal coordination between organizational units.
Unlock Deck
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Unlock Deck
k this deck
8
In general,employee empowerment has been viewed as an effective practice for customer-driven organizations that embrace total quality.
Unlock Deck
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Unlock Deck
k this deck
9
Assessment of quality is affected by one's position in the value chain.
Unlock Deck
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Unlock Deck
k this deck
10
In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.
Unlock Deck
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Unlock Deck
k this deck
11
A product-based definition of quality implies no relationship between the perceived quality of a product and the quantity of some product attribute.
Unlock Deck
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Unlock Deck
k this deck
12
The use of self-managed teams that combine teamwork and empowerment is a powerful method of employee involvement.
Unlock Deck
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Unlock Deck
k this deck
13
The transcendent definition of quality refers to the notion that "you know quality when you see it."
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k this deck
14
The employee who conducts a final product inspection is the principle judge of quality under total quality.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
15
In any organization,the people who best understand how to improve the product and process are the ones who design them.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
16
Improved quality of design leads to lower costs and improved quality of conformance leads to higher prices.
Unlock Deck
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k this deck
17
Self-managed teams were the primary means of quality control during the first half of the twentieth century.
Unlock Deck
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Unlock Deck
k this deck
18
In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.
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Unlock Deck
k this deck
19
Effective business planning considers the customer as the only relevant stakeholder to the company.
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k this deck
20
The measure of efficiency defined as the amount of output achieved per unit of input is referred to as productivity.
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k this deck
21
Managing for quality in organizational processes has been referred to as _____ while managing product quality has been referred to as _____.

A)Big Q, Little q
B)Little q, Big Q
C)process management, total quality
D)total quality, process management
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
22
In 1989,_____ was the first non-Japanese company to be awarded Japan's coveted Deming Prize for quality.

A)Florida Power and Light
B)AT&T Power Systems
C)Motorola Inc.
D)General Electric
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
23
Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements?

A)Quality review
B)Quality control
C)Quality engineering
D)Quality assurance
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
24
The change in society's attitude from "let the buyer beware" to "let the producer beware" was fuelled by all the following factors EXCEPT:

A)government safety regulations.
B)product recalls.
C)popularity of TQM as a quality tool.
D)the rapid increase in product-liability judgments.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
25
The creation of separate quality departments in the early 1900s caused:

A)indifference to quality among workers and their managers.
B)upper management to be more knowledgeable about quality.
C)production quality to substantially improve.
D)production efficiency to decline.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
26
Quality assurance depends on two focal points in business:

A)design of products; control of quality during delivery.
B)adherence to policy; after sales service.
C)time and motion guidelines; management policy on quality.
D)global quality time and motion guidelines standards; workforce orientation and commitment.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
27
Japanese companies made significant penetration into Western markets by which decade?

A)1950s
B)1960s
C)1970s
D)1980s
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
28
The following represent significant influences that brought on the "quality revolution" in the United States EXCEPT the:

A) loss of national competitiveness.
B) findings of the American Customer Satisfaction Index (ACSI).
C) popularity of "Made in Japan" products in the country.
D) broadcast of the NBC special program, If Japan Can, Why Can't We?
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
29
According to the principles of TQM,quality is synonymous with tight tolerance and conformance to specifications.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
30
_____ is credited with developing control charts.

A)Eli Whitney
B)Frederick W.Taylor
C)Walter Shewhart
D)W.Edwards Deming
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
31
The two U.S.consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were:

A)Juran and Crosby.
B)Deming and Crosby.
C)Deming and Juran.
D)Juran and Crosby.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
32
In 1984,the U.S.government designated ____ as the National Quality Month.

A)February
B)October
C)July
D)March
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
33
Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

A)Defect prevention was emphasized.
B)Quality circles were extensively used.
C)Use of inspection was wide-spread.
D)Quality was every worker's responsibility.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
34
A key contribution of Frederick Taylor's scientific management philosophy was to:

A)reduce the reliance on inspectors for quality assurance.
B)increase the training and education workers received.
C)separate the planning function from the execution function.
D)combine individual work tasks to promote teamwork.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
35
Until the start of the 1980s,most U.S.companies focused on maintaining quality levels by utilizing which of the following practices?

A) Process improvement efforts
B) Design quality reviews
C) Mass inspection
D) Team-based initiatives
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
36
A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

A)process control
B)total quality control
C)quality circle
D)companywide quality control
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
37
Beginning in the ______,many U.S.companies began to focus on improving quality through more effective management practices.

A)1950s
B)1960s
C)1970s
D)1980s
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
38
During the Middle Ages,quality was built into the final product.This approach to quality was lost with the advent of:

A)engineering schools.
B)craft guilds.
C)automation.
D)the Industrial Revolution.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
39
In the 1950s,the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term kaizen.

A)consumer orientation
B)internal competition
C)process innovation
D)continuous improvement
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
40
Which of the following was the top priority of U.S.manufacturing in the time period immediately following World War II?

A)Quality
B)Production
C)Continuous improvement
D)Just-in-time manufacturing
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
41
The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n)_____.

A)beneficiary
B)first contact
C)consumer
D)prosumer
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
42
The view that defines quality as the goodness of a product is referred to as the _____ definition of quality.

A)user-based
B)transcendent
C)incidental
D)imminent
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
43
An important implication that arises out of the forces that influence quality is that as the business world becomes more complex,quality must be approached from a (n)_____,rather than a (n)_____,perspective.

A)internal; external
B)bottom-up; top-down
C)systems; process
D)futuristic; historical
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
44
One common notion of quality,often used by consumers,is that it is _____ superiority or excellence.

A)contrasted to
B)parallel to
C)synonymous to
D)confused with
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
45
A consumer purchases a generic product at a cost of $5.00 instead of the branded product that sells for $7.00.The consumer feels that there is no difference in quality between the generic and brand name products.This scenario illustrates which of the following definitions of quality?

A) Manufacturing-based
B) Value-based
C) Product-based
D) User-based
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
46
The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

A)total quality management
B)companywide quality control
C)quality circle
D)process control
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
47
Performance excellence results in all of the following EXCEPT:

A)delivery of ever-improving value to customers and stakeholders.
B)improvement of overall organizational effectiveness and capabilities.
C)organizational and personal learning.
D)improved lateral communication.
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
48
With the increasing focus on quality,in today's global marketplace,high _____ is considered entry into the game,rather than a source of competitive advantage.

A)profits
B)performance
C)tolerance
D)conformance
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
49
The _____ approach to quality incorporates a firm's goal of balancing product characteristics (the customer side of quality)with internal efficiencies (the operations side).

A)product-based
B)user-based
C)value-based
D)manufacturing-based
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
Unlock Deck
k this deck
50
_____ is a customer-focused and results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years.

A)Quality assurance
B)Kaizen
C)Six Sigma
D)Total quality
Unlock Deck
Unlock for access to all 126 flashcards in this deck.
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51
An important implication that arises out of the forces that influence quality is that quality will take on more of a (n)_____,rather than _____,function.

A)strategic; tactical
B)process; control
C)regulatory; administrative
D)internal; external
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52
The _____ is completed when the product has been moved from the manufacturing plant,perhaps through wholesale and retail outlets,to the customer.

A)production-distribution cycle
B)product life cycle
C)quality-circle
D)total quality process
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53
The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making.

A)transcendent
B)user-based
C)value-based
D)traditional
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54
When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

A)-0.0003 cm.
B)0.006 cm.
C)0.003 cm.
D)-0.0006 cm.
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55
Offering products at "everyday" low prices in an attempt to counter the common consumer practice of buying whatever brand happens to be on special is an example of competing on the basis of _____.

A)price
B)value
C)volume
D)customer perceptions
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56
S.C.Wheelwright identified six characteristics of a strong competitive advantage.Which of the following is NOT one of them?

A)It is driven by customer wants and needs.
B)It makes a significant contribution to the success of the business.
C)It is durable and lasting, and difficult for competitors to copy.
D)It is based on principles of Six Sigma and continuous improvement.
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57
The notion of quality has evolved into the concept of _____,which can be defined as an integrated approach to organizational performance management.

A)Six Sigma
B)reengineering
C)performance excellence
D)customer-focused quality
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58
The _____ definition of quality is that it is a function of a specific,measurable variable and that differences in quality reflect differences in quantity of some product attribute.

A)manufacturing-based
B)product-based
C)value-based
D)user-based
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59
The American Society for Quality identified seven key forces that will influence the future of quality.Which of the following is NOT one of them?

A)21st century technology
B)Aging population
C)Healthcare
D)Organizational hierarchy
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60
_____ are targets and tolerances determined by designers of products and services.

A)Trials
B)Process metrics
C)Controls
D)Specifications
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61
Defining product quality as "fitness for intended use" is the _____ -based definition of quality.

A) user
B) value
C) judgmental
D) product
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62
A consumer who measures the quality of a laptop computer by the type of microprocessor chip present in the computer is using which of the following definitions of quality?

A)User-based
B)Subjective-based
C)Product-based
D)Manufacturing-based
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63
The Japanese adopted A.V.Feigenbaum's concepts of quality from an engineering perspective and renamed it:

A) companywide quality control.
B) quality function deployment.
C) cause and effect analysis.
D) total quality leadership.
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64
Business ethics,public health and safety,the environment,and community and professional support are necessary activities that fall under _____.

A)corporate policy
B)social responsibility
C)management ethics
D)organizational effectiveness
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65
The principles of total quality need to be supported by all of the following EXCEPT:

A)an integrated organizational infrastructure.
B)a set of management practices.
C)an individualized reward system.
D)a set of tools and techniques.
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66
A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

A)The corrugated container manufacturer is an internal customer of the cereal manufacturer.
B)The corrugated container manufacturer is an external customer of the paper mill.
C)Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer.
D)There are no external customers.
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67
Which of the following does NOT represent a dimension of the total quality principle of employee involvement and teamwork?

A)Partnerships
B)Management by objectives
C)Empowerment
D)Self-managed teams
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68
Graphical and statistical methods to analyze data are referred to as _____ of total quality.

A)practices
B)tools
C)actions
D)processes
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69
Internal customers of an employee can be identified by asking which of the following questions?

A)Who is affected by the work performed by the employee?
B)Who provides information to the employee to perform the task?
C)Who trains the employee?
D)Who provides the resources so the employee can provide quality to the customer?
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70
The _____ perspective is based on the presumption that quality is determined by what a customer wants.

A)user-based
B)value-based
C)judgmental-based
D)manufacturing-based
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71
Joseph Juran credited _____ of the entire workforce as one of the reasons for Japan's rapid quality achievements.

A)obedience
B)conformity
C)creativity
D)professional qualifications
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72
Conformance to specifications applies to which quality definition?

A)User-based
B)Product-based
C)Manufacturing-based
D)Value-based
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73
Which of the following is a criticism of the product-based definition of quality?

A) Quality is often mistakenly assumed to be related to price.
B) Not all products are fit for use.
C) Consumers frequently confuse products with services.
D) Quality cannot be defined precisely; you just know it when you see it.
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74
Which of the following is NOT considered a core principle of total quality?

A)A focus on customers and stakeholders
B)A process focus involving continuous improvement and learning
C)A goal of achieving the highest quality that is technologically possible
D)Company-wide participation and teamwork
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75
Which of the following is NOT a form of improvement encouraged under total quality?

A)Reducing defects
B)Increasing cycle time
C)Reducing waste
D)Increasing productivity
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76
From a product-based perspective,quality is defined by:

A)conformance to specifications.
B)how well the product performs its intended function.
C)the quantity of some product attribute.
D)the relationship of usefulness or satisfaction to price.
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77
_____ is a people-focused management system that aims at continual
Increase in customer satisfaction at continually lower real cost.

A)Kaizen
B)Human resources management
C)Total Quality
D)Process management
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78
My friend said to me,"Recently,I bought a pair of shoes.I wore them for a few days but noticed the laces would not stay tied.I took the shoes back to the store but the clerk said the laces were fine.I won't buy that brand of shoe again." According to which of the following definitions did my friend judge the shoes as being of "low quality?"

A)User-based
B)Value-based
C)Product-based
D)Judgmental
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79
Quality is most difficult to measure and analyze under which of the following definitions?

A)Product-based
B)User-based
C)Judgmental
D)Value-based
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80
_____ include a wide variety of tools and statistical methods to plan work activities,collect data,analyze results,monitor progress,and solve problems.

A)TQ techniques
B)Quality circles
C)Progress schedules
D)Process charts
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Unlock Deck
Unlock for access to all 126 flashcards in this deck.